I’m sure the brick and mortar stores felt similar before Amazon came and ate their lunch. Expensive and difficult to replicate infrastructure is a protective measure until it suddenly becomes a millstone around your neck due to its cost and inertia.

On the other hand customer trust is also a great moat to protect you from being usurped, and no company will ever come to rue having too much consumer trust. Amazon is foolish to spend this consumer trust down for increased profits.